CONTEXT / SCOPE
The objective of this SOP is to streamline the handling of overdue accounts through a systematic payment reminder and collection process, ensuring consistency in communication and actions taken across all customer segments.
IMPACTED TEAMS
CSM Team
CS Operations
GLOSSARY
CRED SOFT - Self-Managed Credentialing Software (Credentialing Software)
CRED SERV / FMC - Fully Managed Credentialing Service (Credentialing Service)
CSM – Customer Success Manager
LMS- Learning Management System
Opp - Opportunity (where RSM registers the process of sales and information about the purchased product.)
SF - Salesforce
TL - Team Lead
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RESOURCES
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TABLE OF CONTENTS
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Delinquent Accounts: Payment Reminders and Collections
Core and Strategic CSMs
As a CCSM or SCSM, your approach in this process will be more high touch, meaning that there will be part automation, part some tasks to keep in mind. Your workflow is designed to work synchronically with Finance.
The Outreach sequence will be sending reminder tasks on the days when Finance will reach out to the client, and will send automated emails on the CSM’s behalf when they have to step in and follow up.
Keep in mind that as soon as the main POC responds, or the account becomes current, they will be opted out of the sequence automatically.
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For the sequence, Day 1 is Day 10 of our process, which is explained in the steps below. So day 90 of the sequence is our day 100. This will not appear in your workflows, so no need to worry about this.
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Make sure to read task descriptions when you receive in, to know what to look for |
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Manually add in the POCs of past due accounts
Monitor communication, and to reach out to your TL in case Finance has not reached out
To add prospects to a sequence please follow these steps:
Copy the sequence name: Core/Strategic Accounts Campaign 1-Past Due/Delinquent Accounts
Go to Outreach, and then to your Prospects Page
Look for the prospect you need to reach out to
Select the prospect and then click on the Sequence button
Paste the name of the sequence
Click on the sequence that appears
Click on Add to Sequence
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When an account becomes 120 days overdue, Finance will be suspending services. Task 5 will also apply to step 7, as you will need to confirm account status
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Action: Mark the account as lost revenue.
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Responsible Team: Finance
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Escalation Criteria: Account unresolved by day 120.
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Timeline: On day 120.
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Outcome: Account officially marked as lost revenue.
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Digital CSMs
As a DCSM, your process will be fully automated, as shown in the Outreach sequence below. Please remember to follow up accordingly to your admins' replies.
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